1.

1 Introduction to service industry

Service industry is one of the most important parts of the economy
that enables creation of services instead of physical and tangible
objects. Service has been divided into two broad categories by the
economist that is goods and services. Service industries comprises, all
specialized services like information technology, engineering
services, medication, charitable trusts and including government
services, security and administration of the justice.

1.2 Meaning and definition of service

industry

A service industry refers to a kind of industry which is made up of

one or more multiple companies that primarily focus on earning their
revenue by selling intangible products and intangible services to the
customers. The companies are mostly involved in services like retail,
transportation, distribution and food services. They are known by
various other names like services sector or tertiary sector of industry.
It involves in providing of services not only to people who are the end
consumers but also businesses.
In short, a service industry is that where no goods are manufactured
but services are produced and sold to the consumers, where in
primary industries are those which are involved in the extraction of
minerals etc from the ground. Secondary industries are those that
manufacture products including builders, but they do not include
remodeling contractors.


1.3 Characteristics of service industry

 Perishability
 Fluctuating demand
 Intangibility
 Inseparability
 Heterogeneity
 Pricing of services
 Statistical measurement of quality of service

1.4 Scope of the service industries

The term ‘service industry’ represents an economic activity which
takes up the form of primary or an exclusive personal service more or
less than a material product or commodity which is produced. The
industries which provide material commodities are being designated
as agriculture, manufacturing, construction etc. The borderlines of
simple division are also complicated. It is not evident that a firm that
assembles purchased parts lead to creation of materials commodities
in a manner different from a restaurant that prepares and serves food.

1.5 Types or forms of service industries

A service industries is an industry that tends to produce value that is
intangible which also includes customer service, managements,
knowledge, designs etc… the various types of service industries are as
follows.
 Information technology ( IT )
  Hospitality
 Travel
 Transportation
 Media
 Entertainment
 Sports
 Wellness
 Finance
 Insurance
 Professional services
 Consulting and staffing
 Design
 Marketing and sales
 Energy
 Management
 Retail
 Education
 Healthcare

(Health services such as hospitals, clinics or diagnostic centers.

Health care is the maintenance or improvement of health
through the help of steps like prevention, diagnosis and
treatment of disease, illness, injuries and other physical and
mental impairments.)

1.6 The role of government in Indian

hospital
Hospital care in India represents a very large portion of people’s
consumption expenses; but it has received a much less attention from
the government, non-profits and international organizations than the
primary healthcare.
 1. Competition: A one-standard-deviation increase in the
perceived quality of public hospitals (from 50 to 38 percent
reports of low quality) in states with the mean ratio of public
hospital beds to population is associated with a decrease of 21
percent in the out-of-pocket cost of private hospitalization.
Therefore, it appears that high-quality public hospitals are able
to put competitive pressure on private hospitals to maintain care
standards while reducing prices.
 2. Governance mechanisms in hospital care: The extent to
which the credence good and principal-agent problems affect the
quality of hospital care depends on whether government can
manage incentives to shape suppliers behaviors. For our
purposes, “governance” refers to the mechanisms governments
use to implement public policies. Regarding hospital care in
India, the government uses regulation, funding, and ownership
to generate and sustain service delivery.85 the government’s
stability to collect taxes, gather and manage information, issue
and enforce regulations, and detect and eliminate corruption and
fraud shapes its effectiveness.

Regulations: Regardless of whether it provides or finances the

services, government can establish and enforce rules and other
regimes governing healthcare, including protocols,
recommended guidelines, public-private partnerships, and price
controls.

 Funding: By providing funds, government can finance service

delivery for those who cannot pay the private sector fees,
seeking to equate aggregate demand with a socially optimum
supply. Government-financed subsidies, grants, loans,
concessions, public Insurance, and other tools help to ensure
that hospital care is available to all, including segments of the
population that would not be able to pay the market-determined
price in the absence of public provision of healthcare.
  Public ownership: Government directly provides health
services through publicly owned facilities, e.g., hospitals,
clinics, and labs managed and staffed by civil servants. In India,
state government agencies rather than hospitals or clinic
managers usually hire civil servants. The central and state
governments can pool funding to support public facilities, which
are supposed to follow government regulations.

1.7 RECENT TRENDS IN SERVICES:

Some of the challenges and trends that prevail in health industry are
as follows:
Advanced technology has transformed the health care industry
completely. Technology related to health care is dynamic. The list
below highlights few opportunities and concerns for the rapidly
growing technological developments.

1. Wearable Tracking Devices

2. Patient-centered care.
3. Increased data demands.
4. Data security.
5. Financial viability continues to be a significant concern for
healthcare CEOs.

1.8 IMPACT OF GST ON HEALTHCARE

AND PHARMA SECTOR
India has been the largest producer for generics. Its pharmaceutical
industry is the third largest in the world with reference to volume. As
the population of the country is continuously growing there has been a
greater need for better health care services. 5% of the country’s GDP
is spent on the health care sector. Hence, the industry has been
growing largely in the last few years and the target for the
development of new technology has been taking shape to fight
diseases such as cancer.

1.9 EFFECTS OF GST ON THE

HEALTHCARE INDUSTRY
GST Is expected to have a positive effect on the health care industry
precisely the pharmaceutical sector. It will also enable the flow of
seamless tax credit and ensure an equal role for the pharmaceutical
companies throughout the countries. The biggest advantage is that the
companies will have reduction in their overall transaction cost with
the withdrawal of CST. It is also expected to bring down the
manufacturing cost.

GST Rate for Medical and Doctor Services`

1. MEDICINES WITH ZERO PERCENT GST:
Human blood

2. 5%GST:
Human blood vaccines
Diagnostic kits
3. 12%GST:
Organs for organic- therapeutic uses
Gauze, bandages and the like.

4. 18% GST:
The only medicine taxed under this is NICOTINE
POLACRILEXGUM.
2.1 INTRODUCTION TO SHIFAA
HOSPITAL
Shifaa hospital is a 200 bedded multi-specialty hospital with
dedicated care and modern facilities. It is situated on Queen’s road, in
a five storied building. Hospital is equipped with required latest
medical gadgets, offering affordable health care to all the sections of
the society. Their aim is to provide accessible, affordable, holistic
health care including tertiary care.
SHIFAA MULTI-SPECIAITY
NAME HOSPITAL

DESCRIPTION SERVICE HOSPITAL

ADDRESS #332, DA-RUS-SALAM, QUEENS

ROAD, BANGALORE-560052

COMPANY TYPE CHARITABLE TRUST

YEAR OF INCORPORATION 2004

HEADQUARTERS BENGALURU, KARNATAKA

TELEPHONE NO. 080 40007300 / 22207660/ 61/ 62

EMAIL shifaa.hospital@gmail.com

WEBSITE www.shifaahospital.org
2.2 Profile of the organization
Shifaa hospital is a multi-specialty hospital with tertiary care and
modern facilities. It is equipped with required latest medical gadgets;
offering affordable health care.
Shifaa hospital is also a centre for post graduation medical sciences
offering DNB in general medicine and obstetrics and gynecology
(recognized by NBE, National board of examination, New Delhi). It is
also a recognized centre for IDCCM two years post graduate course in
intensive care medicine. (Accredited by the Indian society of critical
care medicine-ISCCM).
In a 69000 sq.Ft of built up area which is accessible, offering 24hrs
service in all major medical services. They have 40 bedded ICU
(medical, cardiac, surgical, pediatric and neonatal) and 4 operation
theaters with C-Arm facility.
It is also a recognized centre for Para Medical Sciences offering
Diploma in Medical Laboratory Technology (DMLT) and Diploma in
medical X-Ray Technology (DMXT) Recognized by Karnataka
Paramedical Board. It also a centre for Diploma in general Nursing
and Midwifery (GNM), recognized by Karnataka Nursing Council.
Shifaa hospital is enlisted in Karnataka state government. Officials
Medical Re-imbursement hospitals list vide. G.O. NO: DPAR-1SMR-
2004, Dated 27-11-2004.
Shifaa hospital is a charitable trust which provides services to public
at the best possible way with affordable and reasonable price. The
main motive of Shifaa hospital is service since it is a non-profit
organizational healthcare firm.
2.3 Vision of Shifaa Hospital
Their aim is to provide accessible, affordable, holistic health care to
all the sections of the society. They believe service to creation- Is the
best way to please creator. Their vision is to provide us with the
highest in quality healthcare and caring, friendly service.
They have a good academic-environment as all their doctors believe
that they have to pass on the legacy of knowledge.

2.4 Mission of Shifaa hospital

 To provide high quality and the safest medical care
 Contribution to society through the practice and development of
advance treatments.
  Doctors at Shifaa hospital are instilled with a sense of
responsibility mission and compassion.

2.5 Rights of Patients

 Patients have the right to get quality medical care with respect
and trust.
 They have the right to get complete information and explanation
to make a decision concerning to a particular treatment.
 They have a right to privacy.

2.6 Functions of Shifaa hospital

PRIMARY FUNCTION
 Medical function
 Patient related function

SECONDARY FUNCTION
 Patient care: it includes dental care, diagnosis, personalized
services and various other services.
 Educational services :
 It is a centre for postgraduate medical sciences offering
DNB in general medicine and obstetrics and gynecology.
 It is also a recognized centre for IDCCM, two years
postgraduate course in intensive care medicine.
 It is also a recognized centre for Para medical sciences
offering Diploma in Medical laboratory technology
(DMXT).
  It is also a centre for Diploma in General nursing and
Midwifery (GNM).

 It is affiliated with HUDA National School and colleges.

 It also provides hostel facilities to students.
 Research: research is the main function that needs to carry on as
the technology keeps on advancing day after day. Every hospital
should be equipped with the latest processes and treatments.
 Public health care: this plays a major role in helping the
reduction of illness in the community and improves the health of
the population through various health camps conducted once or
twice in a year like eye camp etc……

2.7 core values

 Professionalism
 Transparency
 Integrity
2.8 Packages and prices

3.1 The structure of the organization

The structure of the organization means hierarchical arrangement

of lines of authority, communication rights and the duties if the
organization. Organizational roles determines how the roles,
power, and responsibilities are assigned, controlled and
co\ordinate, and how information flows between the different
levels of managements. A structure depends on the organizations
structure and strategy. A structure is broadly classified into two
categories that is centralized and decentralized structure.
In a centralized structure, the top layer management has the most
of the decision making power and has the right control over the
departments and divisions. In a decentralized structure, the
 decision making powers is distributed and the departments and
divisions may have different degrees of independence.

HR EXECUTIVE

HR DEPARTMENT

HR MANAGER
ADMINISTRATION
BLOCK
ACCOUNTS &
FINANCE
AUDIT
DEPARTMENT
DEPARTMENT

3.2 The Service Department

This department covers all the services the hospital provides to the
general public. The main objective of a hospital organization is giving
service before making profits.

Facilities available (24 hrs service)

Emergency medicine; trauma care; 20 bedded medical and surgical
I.C.U, tertiary care with ventilators, CATH LAB Backup and Dialysis
facility. I.C.C.U; M.I.C.U; S.I.C.U; N.I.C.U; Operation theatres with
C-arm and 24 hrs pharmacy.
24 hrs departments
Casualty and emergency; gynecology and maternity department;
department of peadiatrics.

OPD DEPARTMENTS
Department Of Medicine; Dialectology; Ophthalmology(Eye) –
(Laser Diode Oculight IRIDEX TX (USA); ENT (Micro-Endoscopic)
Surgeries, Audiometric), Speech & Hearing Centre, General Surgery,
Orthopedics(Trauma & Knee Joint Replacement0; Dental(Male &
Female) Department With Orthodontics & Implant Facility
Department Of Psychiatry & Skin Department Of Physiotherapy .

SUPER SPECIALITY
Cardiology (TMT/Doppler); Urology; Nephrology; Laparoscopic
Abdominal Surgeries; Peadiatrics Surgery; Infertility Clinic; Plastic
and Cosmetic Surgery.

ANCILIARY DEPARTMENTS
CT-Scan; Special Investigation Like FNAC; Computerized X-Ray;
Ultra Sound; Arterial & Venous Doppler; ECG & Physiotherapy;
Emergency Haemodialysis.
State Of The Art Flat Panel CATH Lab at Shifaa Facilities Available
Round the Clock
Angiogram(CAG), Angioplasty(PTCA), Round The Clock
Emergency/Primary Angioplasty For Heart Attacks, Pacemaker
Implantation, ICD/Crt,Device Closure(Of Holes In Heart), EP Studies
& RF Ablation(Of Extra Circuits In Heart)Balloon Valvuloplasty Of
Mitral (PTMC)\Aortic\Pulmonary\Valves\Peripheral Angioplasty)

3.2.1 Service rendered by hospital to

general public

General medicine department

Family medicine is a clinical especially that provides comprehensive
across all ages, gender, and organ system, and specialties, cost-
effective and patient-centered care. This field specializes on the
patients and a family physician is a patient’s advocate.
Family practice is well recognized in the developed countries and has
been crucial in providing universal, affordable and accountable health
care access to all sections of the society. Shifaa recognized the need
for this specialty and has been a pioneer in initiating an academic
department in family medicine.
The family physician is able to manage 80% of the presenting
problems in a health centre. The patient is taken care of from ‘cradle
to grave’ and the care includes preventive, primitive, curative,
rehabilitative and palliative care.
Diabetology department
The department of Diabetology aims to provide the best possible
patient care by incorporating the latest therapeutic advances for
prevention and management of diabetics.
Diabetics are metabolic disorders wherein the human body stops
producing or fails tom properly utilize insulin. The effects of
diabetic’s mellitus include long-term damage, dysfunction and failure
of various organs. It can lead to serious complication as well.
In this area of clinical science, their service includes diagnosis,
treatment and follow-up. Apart from regulating medication dosage
and timing, they are equipped with excellent facility to deal with the
potential consequences of diabetics, e.g. retinopathy, nephropathy and
peripherical neuropathy, strokes & heart attack and many more other
associated diseases.compliction of diabetics are dealt within the
hospital with the Endocrinologist and associated specialties.
Gestational diabetic’s icon the rise. Hence their doctors in
consultation with their obstetricians and dietary specialists attend to
these patients with the aim of providing a positive outcome for mother
and child
The department consists of a team of commoted specialist working
relentlrssly to provide the best possible evidence based guidance to
address condition such as:
Glucose assessment & control, assessment of complication and
associated conditionsd, childhood diabetics, diabetics(type 1 and type
2), gestational diabetics, obesity in diabetics, weight reduction in
diabetics, diabetic nephropathy, diabetic neuropathy, diabetic with
hypertension, diabetic food, diabetic retinopaty, dietary
guidance9patient education and counseling), life style advice.

Casualty and emergency medicine

Delivering the best in emergency care.
We provide quality health services in acute medical and surgical
emergencies.

 24x7 availability of emergency services.

  24x7 availability of experienced doctors.
 Intensives/ ICU backup
 Well fledge triage area resuscitation room, minor OT, procedure
room.
 8 bedded emergency ward
 24/7 pediatric care
 24/7 physician/surgeons/orthopadician.
General surgery
In minimally invasive surgery, doctors use a variety of techniques to
operate with less damage to the body than with open surgery. In
general, minimally invasive surgery is associated with less pain, a
shorter hospital stay and fewer complications.
They are many surgeries services which are provided by Shifaa
hospital to general public.
Obstetrics & gynecology
The department of OBG at Shifaa hospital has been rendering service
to the community since 20 years in human and compassionate
manners. It is named by experienced and completed specialists with
an aim to further improve services in a cost-effective way. To, date
the department has conducted more than 10000 deliveries and
hundreds of gynecological surgeries including laparoscopic surgeries.
The department is accredited by the national board, New Delhi for
DNB performances and hence there is round the clock coverage by
female resident doctors.
Peadiatrics
The peadiatrics department of Shifaa hospital is situated at level 3
compromising of NICU, PICU and pediatric wards. It was designated
to have all the disciples of peadiatrics care as one compact unit to
ensure 24x7 medical and nursing cares.
Pediatric department has 2 pediatric ICU besides adjacent to NICU
and 10 pediatric beds consisting of general ward, semiprivate and
phototherapy requirements.
Interventional cardiology
The Shifaa hospital consists of dedicated qualified and full time
cardiologists supported by physicians and intensivists are also capable
of handling any cardiac emergencies round the clock. Their team has
set up full-fledged state of the art cardiac set-up with flat panel
cardiac cath lab and laminar flow operation theatre
They have highly qualified team of cardiologists and cardiac surgeons
along with the latest technology ensures best possible care for a wide
spectrum of heart diseases both in adults and children.
Orthopedic
The department of orthopedic surgery at Shifaa hospital provides
expert treatment for all aspects of musculoskeletal injuries including
inpatient and outpatient surgical care. Their surgeons have specific
training and experience in a board range of orthopedic specialties such
as sports medicine, trauma, joint replacement, pediatric orthopedics,
spine injuries, shoulder and knee arthoscopy, elbow foot, ankle and
hand injuries. This department is supported by an excellent team of
plastic surgeons for complex trauma and hand injuries. The operation
theatre is fully equipped to handle all kind of cases.
Ophthalmology
They provide complete ophthalmic evaluation including computerized
refraction/ IOL evaluating using cannon/ echo rule 2, contact lenses
services, comprehensive glaucoma services, retinal service, vascular
occlusions, cataract surgery, laser services, squint evaluation and
surgeries, occuloplastic services, ophthalmic pharmacy, optical
dispensing, patient education services.
Anesthesia
Doctors in this department give anesthetic for operations. An
anesthetic is a drug to prevent pain during surgery, completely
blocking any feeling as opposed to an analgesic. A wide variety of
drugs are used in modern anesthetic practice. Many are rarely used
outside anesthesia others are used commonly by all descriptions.

 Cath lab nurses

 Cath lab technicians
 Qualified nurses
 Qualified technicians
 Front desk executives.
Plastic and cosmetic surgery
Skilled plastic surgeons at Shifaa hospital provide a wide range of
reconstructive and cosmetic surgery services. Plastic and
reconstructive surgery is staffed by qualified plastic surgeons with
specialized training and skills in one or more of the following surgical
sub specialties:

 Aesthetic plastic surgery

 Reconstructive surgery
 Craniofacial surgery
 Pediatric plastic surgery
 Hand surgery
ENT
Department of ENT is a comprehensive centre equipped to deal with
all ENT problems. The various services provided by this department
are as follows:
  Micro ear surgeries
 Endoscopic sinus surgery & endoscopic DCR
 Micro laryngeal surgeries
 Aden tonsillectomy
 Surgeries of all head and neck cancer
 Treatment of snoring and sleep apnea
 Foreign body removal in ear, nose, throat
 Rhinoplasty
 Thyroid surgeries
 Parotid and submandibular gland tumors surgeries
Radiology
This department consists of CT scan, 4 ultrasound machines including
4D, Doppler, eco and routine obstetric, abdomen, soft tissue scan. The
department also has 200ma GE X-ray machine and 2 portable 100ma
machines in ICU and NICU. They also have a C-Arm operation
theater.
Dermatology
This department is providing the treatment of dermatological diseases
and conditions with most ethical standards. The main endeavor of the
department is to provide excellent care of skin and hair.
Dentistry
This department, right from dentistry for children to senior citizens,
they provide complete family dental solutions. They offer cleaning,
fillings of teeth, root canal treatment (RCT), Dental implants,
straightening of crooked teeth gum and bone surgery, wisdom teeth
removal, pediatric dental care and a lot more.
Audiometry
The Audiometry is an evaluation of how well an individual can hear.
Urology
The department of urology at Shifaa hospital looks after the problems
of bladder and kidneys. This includes using medicine and surgery.
Gastro-entomology
This department has a highly active facility providing comprehensive
specialty care by eminent gastroenterologists. Both clinical
gastroenterology and endoscopy are adequately represented.
Pathology
They have fully equipped state of the art laboratory. The routine and
high end tests are being performed routinely in the following
departments: Biochemistry, Microbiology, Immunology, Hematology,
and Histopathology.

Head & neck surgery

In this department head and neck surgeries team of board certifies
physicians specialize in the evaluation, diagnosis and treatment of full
spectrum of ear, nose and throat disorders, as well as areas within the
head and neck. With a commitment of providing the highest quality
care and the most advanced treatments, our otorhinolaryngologists are
uniquely qualified to treat each condition equally.

3.3 The managerial departments of

organization
ADMINISTRATION BLOCK
HUMAN RESOURCE FINANCE ACCOUNTS &AUDIT
DEPARTMENT DEPARTMENT DEPARTMENT

PUBLIC RELATION OFFICER CHIEF MEDICAL MANAGER

DEPARTMENT DEPARTMENT

IT STORAGE CONFERENCE

DEPARTMENT DEPARTMENT ROOM

CHIEF EXECUTIVE OFFICER (CEO)

DEPARTMENT

3.4 OVERVIEW OF DEPARTMENTS

1. CHIEF EXECUTICE OFFICER DEPARTMENT :
A hospital CEO has the responsibility to ensure almost every aspect
of how hospitals perform is working efficiently.
  Responsible in delivering the best quality of patient care.
 Leadership while creating a positive and productive culture
 Setting and following standards for operational excellence
 Hire and retain qualified staff
 Implement clinical procedure and policy
 Deliver strong financial performance
 Develop a relationship with outside organizations, including the
medical community, referring physicians, and the media.

2. CHIEF MEDICAL DIRECTOR DEPARTMENT:

Medical directors are physician who oversee the operations of
long-term care facilities. Working with management, they co-
ordinate various interdisciplinary teams to execute the clinics
policies, systems and agenda. These directors are primarily
responsible for ensuring the efficient operation of nursing homes,
assisted living facilities, retirement communities, hospices or
homecare units as well as providing superior patient care.
3. HUMAN RESOURCE DEPARTMENT:
The Human Resource Department is one amongst the most important
departments of an organization be it a small, medium or large organization. The
intellectual property is the heart of any company. Hence it is important the
human resource department to work at maximum optimum efficiency at all
times.
Human resources are a disciplined approach that involves relations with various
employees and how effectively a hospital can handle them. This discipline
involves employee training, benefits packages, diversity in the workplace and
many other aspects. Some hospital has a specific human resources department
while rest of the hospitals outsources many of these tasks to outside consultants/

HUMAN RESOURCE DEPARTMENT IS DIVIDED INTO TWO PARTS

NAMELY:

1. HUMAN RESORCE MANAGER:

MR.SALMAN is the HR manager at Shifaa hospital

 1. Reports to managing director.

 2. Responsible for identification of training needs scheduling training
and for maintenance of training records.
 3. Responsible for personnel and training function.
 4. Responsible for document and data control in his department.
 5. Responsible for selection, appraisal and appointment of the human
resources.
 6. Responsible for identifying, developing the required skills for the
organization.
 7. Responsible for planning, conducting and appraisal of the training
needs of the organization.
 8. Responsible for all the activities in personnel department.
 9. Maintenance of the profits as well as the estimated budget.
 10. Each staff level should be kept in accordance to their needs.
 11. To ensure the effective advancement of training and other
credentials.

HUMAN RESORCE EXECUTIVE

The role of HR executive is as follows:

 Reviewing resumes and applications, conducting recruitment interviews

and providing the necessary inputs during the hiring process.
  Working with recruitment agencies to source of candidates for specific
job positions, maintaining HR records such as those related to
compensation, health and medical insurance, handling insurance related
issues, managing workplace safety issues.
 Training new r existing employees, firing staff, communicating and
explaining the organizational HR policies to the employees.
 Follow up of confirmation records statutory obligations- PF, ESIC, taxes,
gratuity, LTA, bonus etc. preparation of salary statement.

CHARACTERISTICS OF HR DEPARTMENT AT SHIFAA

HOSPITAL

1. Organization
2. Good Communication
3. Stress Management
4. Nature of the Work
5. Education and Training

FUNCTIONS OF HR DEPARTMENT
 Employee recruitment:
It is the basic role of the hr department. This function ensures that skillful and
competent people from a sea of applicants are rightly chosen. It also includes
evaluation of the ability and the competency of the potential applicants which
match the needs at SHIFAA HOSPITAL.

 Improvement of Compensation Packages:

One of the major roles of hr department is to motivate its employees. This can
be by way of rewards for the deserving employees. The department needs to
completely evaluate the performance and see if they have exceeded the
expectations. The compensation packages may be
 Awards
 Flexible working hours
 Career development
 Bonuses
3. Planning in the Organization:

The hr department has the responsibility to ensure appropriate plans for the
organizations future activities, which involves people.
The number of staff members must be optimal if they are in excess amount the
hospital tends to loose and vice versa.
The department should ensure that the people work towards the achievement of
the organizational goal.
Therefore they must set the day to day objectives for the smooth flow of
activities.

RECRUITMENT AND SELECTION

This unit deals with recruitment, which is a function of staffing. Staffing
involves publicizing vacancies perform interviews and also background checks.

TRAINING AND DEVELOPMENT

It is a separate unit under the hr department. It focuses on providing various
skills required for the job to be performed. It will develop and implement a
continuous training programmed for the employees.

EMPLOYEE BENEFITS
The hospital provides various benefit packages to meet the needs of the
professionals the benefits are:
1. Medical Coverage
2. Paid Time Off
3. Education Assistance
4. Employee Discounts
5. EPF (EMPLOYEE PROVIDENT FUND): The EPF which is provided to
employees in the organization is calculated in this manner:
 12% employee contribution + 12% employer contribution = 24%
 Out of 12% = 8.33% to pension contribution + 3.67% to employer
contribution.
 1.6% to administration charges and other charges.
 Maximum limit given to PF is RS.15000.
 Minimum limit given to PF is RS.18000.
  Age limit for PF is 18-58 years

6. ESI CONTRIBUTION: It is given out of gross salary

 1.75% of employee contribution

 4.75% of employer contribution
 Maximum level for SI contribution is RS.21000.
 Above 21000 salaries no contribution is provided.
 No age limit under ESI.
 Direct contribution to employees out of which 8.33% for pension sake.
 Employees who have higher salaries have TDS ( tax deduction applied )

7. SALARY CONTRIBUTION CALCULATION

 Gross salary given to employees is calculated on the basis of various
allowances which result to net salary given to employees.
 40% basic + 15% DA (Dearness Allowances) + 25% HRA + 10%
Convenience charge + 10% other allowances.

SAFETY MEASURES
This is one of the main aspects to be considered while running a hospital. Every
hospital should provide a safe and secure environment for the patients, visitors
and staff.
 Safety and security

 Arrangement for hospital security

 Identification checks

 Privacy

 Visitors safety

HR STRATEGIES
1. The hr director is a member of the senior management group. The hospital
has policies and strategies based on the fairness
2. This implies fair decisions, rules and procedures for every staff member.
There is honesty and politeness in communication.
3. The hr policies so framed are focused on creating a positive work
environment.
4. The organization helps to promote the importance of the hr policies and
strategies which are framed in accordance to all levels of the organization.
5. The hospital undertakes regular research programmers to evaluate and
develop their staff.
6. It regularly checks and reviews the hr performance

MANAGERS ROLE IN HR POLICIES AND SRTATEGIES

1. The manager devices these fairly with the support of specialists in hr

2. Mangers make the use of the performance management system to evaluate
the ability of their teams.
3. They also use training as a way of motivating and promoting positive work
relationship.
4. They interact with the staff politely and fairly.

INDIVIDUALS ROLE IN HR POLICIES AND STRTEGIES

1. They discuss flexible work arrangements to strike a balance between work

and private life.
2. They conform to the hr policies and procedures, in relation to interaction to
others.
3. They are motivated by the rewards given for good performance
.

CONCLUSION
The HR department plays the major role in every organization as it deals with
the recruitment that is staffing function which forms the intellectual capital of
the organization. It helps in securing the best people from a pool of applicants
based on skill, knowledge and personality traits required to achieve the
organizational objectives on.
4. FINANCE DEPARTMENT:

INTRODUCTION TO FINANCE DEPARTMENT

It involves management and handling of the daily financial operations relating

to contracts cash for various expenses and also ensuring a balance of the same
for future costs. At the hospital it is a means of informing the other members
with information to make strategic plans and to prepare for the future.
Health care managers will mainly be concerned about the profitability of the
product lines, in the future planning efforts. It refers to the management of huge
sum of money usually done by government or large enterprises.

FUNCTIONS OF THE FINANCE DEPARTMENT

1. Meeting the desired financial goals set.

2. Managing the various treatment costs occurred.
3. Prevention of expensive medical conditions.
4. Adapting and bringing in various flexible changes to identify opportunities
and meet Fresh Challenges.

FINANCIAL REPORTING
This includes both statistical and financial reporting which is used in
management decision making. The financial statements like the hospitals
balance sheet, statement of revenue and expenses etc is prepared within the
finance department. All the financial indicators are well explained. Account
receivables and budgets are also well discussed. The hospital will have the
required information to provide cost effective health care facilities.

SOURCES OF FUND AT SHIFAA HOSPITAL

Basically Shifaa hospital is a charitable trust which provides services in a
reasonable and affordable price to general public.
 Income earned by the hospital is the main source of fund.
 It receives funds from outside source sometimes
 The source of fund doesn’t involve loans, debentures etc. basically
they don’t raise funds through loans and advances it is purely based on
hospital earnings.
 MAINTENANCE OF RECORDS AT SHIFAA HOSPITAL
The maintenance of medical records is discussed under the following heads:

1) MEDICAL RECORD STANDARDS

It includes individuals past present and current health status in detailed manner.
The records are the integral components.

2) MEDICAL RECORD CONTENT

1. A separate list including the issues of every medical record is shown in the
record content.
2. A list indicating current medication.
3. Record displaying allergies and adverse reactions.
4. Past medical history is easily identified which includes serious accidents,
operations and illnesses.

3) MEDICAL RECORD ORGANIZATION

1. Each page of the record includes the patient’s id number and name.
2. Personal data which includes address, telephone numbers and marital status.
3. All entries made in the record contain the author’s identification like
signature.
4. All entries are dated.

4) INFORMATION FILED IN MEDICAL RECORDS

1. If there is a consultation requested there is a note of the same in the record.
2. Specialty physician lab and other consultations are initialed by the
practitioner.
3. Consultations and other study results are noted in the record of follow up
plans.

5) EASE OF RETRIEVING MEDICAL RECORDS

The records should be well organized and stored which allows an easy access
and easy retrieval.
6) CONFIDENTIALITY OF INFORMATION

Records are stored in a manner that ensures confidentiality. It enables access

only to the authorized personnel. In every hospital medical records should be
maintained at least for 11 years or until the member reaches the age or majority
whichever is longer.

5. ACCOUNTS AND AUDIT DEPARTMENT:

Auditing is usually performed by certified public accountants who are
accounting professionals; all the steps in the audit process should be confined.

 PRELIMINARY AUDIT

The following steps are to be followed by the auditor:

1. He should firstly obtain all the books documents and registers maintained by
the hospital.
2. He must examine the previous year’s audit report.
3. He must study the method of receiving donations and other grants.
4. He must examine the scope of responsibilities.
5. He must make a note of the trust deed.
6. All the minutes of the meeting of the BOD should be noted down; this can be
related to various matters.
7. He must examine the internal control system.
8. He should obtain the secure the rate structure for fees and all other services.

 AUDIT OF EXPENSES
A clear difference should be struck between the capital and revenue expenses.
The salary paid to staff must be vouched in accordance to the general auditing
principles.

 AUDIT OF ASSETS AND LIABILITIES

1. All the documents and records in relation to land building should be

examined.
2. Depreciation to be charged taking the basis of the policies formed by
managing committee.
3. Liabilities to be examined in usual manner.
4. Stock and the storage of medicines and medical equipments should be
examined and verified at the end of each year.

 AUDIT OF HOSPITALS INCOME

1. The bill book register and copy should be checked by the auditor.
2. It must be ensured that bills are prepared in accordance to the visiting charges
of medicine, room rent, doctors etc.
3. Arrears of the bill should be verified.
4. The same applies to rental income.
5. At the end of the year unutilized grant must also be verified.
6. Unrecoverable arrears to be written off with the consent of the authority

6. PUBLIC RELATION OFFICER DEPARTMENT:

Public Relation Officer Are Responsible For Handling All Aspects
of Planned Publicity Campaigns and Pr Activities.
OTHER TASK INCLUDES

 Planning publicity strategies and campaigns

 Writing and producing presentation and press releases.
 Dealing with enquiries from public, the press, and related
organization.
 Analysis media coverage.
 Commissioning or undertaking relevant market research.

7. IT DEPARTMENT:

3.5 INCOME TAX DEDUCTIONS FOR THE

MEDICAL EXPENSES
These deductions can be claimed as the tax free requisites at the hospital.

1. Section 80D Deduction

This deduction can be claimed by means gross total income for the health
insurance premium and contribution to the Central Governments Health Scheme
and the preventive health checkup
.
2. Section 80DD Deduction
Section 80DD deduction is tending to be claimed by those individuals who are
the residents of the country and also HUFs for maintaining of medical treatment
of the disabled dependent. The maximum deduction provided under section
80DD is rupees 75,000 for the disabled dependents. In case a person with a
severe disability, the maximum deduction that is allowed is Rupees1.25 lacks.
Deduction under Section 80DD is not dependent on the amount of expenses that
has been incurred.

3. Section 80DDB Deduction

This deduction can be availed for the medical treatment of specified diseases for
self and dependents.

4. Section 80U Deduction

This deduction can be claimed by those who are certified by the Medical
Authority to be a person with a disability or a severe disability.

CONCLUSION
Distinction between revenue and capital donation should be checked and
examined. If donation has been received for a particular purpose the auditor
should ensure that the funds are used for the same purpose.
Optimal balance of cash must be maintained so that optimal amount is available
for future contingencies.
They must make profits but also ensure that best services are provided.

3.6 SWOT ANALYSIS

SWOT analysis is that part of an organization or a company, in this case a
hospital, which enables it to have a clear view of the internal strengths and
weaknesses it has along with identification of the external threats and
opportunities.

SWOT stands for:

S= Strengths
W= Weaknesses
O= Opportunities
T= Threat

3.6.1 Strengths
1. Strong management.
The hospital has capable leaders at levels. As managers they are well equipped
with experience to deal with a particular situation and come up with solutions.
As managers are strong the sub ordinates work effectively in accordance with
the directions.

2. Participative leadership style.

As it has a participative environment, employees are loyal and more committed
to their work. It gives them a sense of responsibility and belongingness as
suggestions is welcomed starting from the lowest level.

3. Doctors

In this hospital doctors are the main strength, they have well equipped and
educated doctors, no contract basis for doctors.

4. Employment

In this hospital, employment facilities are provided to widow, divorced,

unmarried women leading to women empowerment. It also provides
employment to physically challenged people.

5. FEES; Fees are comparatively less compared to other hospital which

provides higher fees like Fortis, Columbia Asia.

6. COLLEGE is affiliated with Shifaa hospital so they provide hostel facilities

to students with lesser charges 1500/pm including food and also pg courses are
available for women at an affordable price.
7. FOOD facilities for staff are free whereas for doctors a small amount is
charged.

3.6.2 Weaknesses
1. INFRASTRUCTURE is average because it is a charitable trust...

2. MACHINERY to be modernized comparing to other hospitals. Lack of few

types of machineries.

3. MAN POWER

4. QUALIFICATION: no proper assigning of jobs it is not based on

experience but based on qualification.

5. SPACE CONSUMPTION: soft copy of documents is not maintained only

hard copy of documents are maintained which consumes a huge space in
organization.

6. BIOMETRIC SYSTEM of attendance is used which leads to inappropriate

timing for example daily working hours of a doctor is 12 hrs a day & according
to that the time is fixed in biometric system whereas not only due to
emergencies but also doctors stay for more than 12 hrs but according to
biometric the time is inappropriate.

7. ABSCENSE: employees sometimes take leave without informing to their

heads which leads to delay in work.

8. ABSENCE OF MARKETING PLAN.

As it is a service organization it cannot forecast anything for the future except
its cost in a right way. Everything depends on its patient population.

9. ABSENCE OF MARKETING DEPARTMENT.

It does not require a marketing department as it is least concerned about any of
its aspects. Here it is more focused on its hr and finance department.

3.6.3 OPPORTUNITIES
1. AVAILABILITY OF NEW TECHNOLOGY.
Technology is dynamic and ever changing. As it reaching greater heights every
other day, the hospital has to utilize the effective opportunities to improve their
processes and provide best quality services for various illnesses.

2. CHANGES IN POPULATION PROFILE.

It includes people coming from various geographical locations. Hence it is one
of the opportunities the hospital is opened to.

3. PROVIDING MORE OPPORTUNITIES FOR THE INTERNS.

It should provide opportunities to young and talented employees who are more
enthusiastic and creative in approach. They should be open to provide
opportunities to people coming from various backgrounds.

4. STRONG PARTNERSHIP WITH ACCREDITED HOSPITALS.

This will help them in knowing and growing and building better relations and
learning the advanced medical practices which brings goodwill to the hospital.

5. EXPANSION PLAN as the hospital earns profit it will expand and flourish
into various fields.

6. RECRUITEMENT in this process most of the staff are from college

graduates that is HUDA college which is affiliated with Shifaa and other
educational courses affiliated with Shifaa like pg etc graduates and pass out take
training and develop in this organization. Therefore recruitment becomes easier
with no agencies required.

7. As it is a CHARITABLE TRUST it has minimum opportunities compared

to private and public organization.

3.6.4 THREATS
1. LOSS OF KEY STAFF.

Sometimes the hospital might tend to lose the key personnel when they fail to
provide recognition to them, when there is no participatory environment or it

May be due to job dissatisfactory at times the pay for the post might not be
adequate which leads to turnover of the key employees.
2. INCREASED COMPETITION.
As the demand for health care is increasing there has been a growth in the
establishment of many newer health care organizations equipped with the latest
technology and skilled professionals making it tougher for the old organizations
to survive.

3. CYBER-ATTACKS.
Sometimes the secrecy maintained could be leaked out and hence cyber-attack
is a major threat to the hospital.

4. COMMUNICATION THREATS.
This threat can be an internal as well as an external threat. Lack of
communication interrupts the smooth flow of activities.

5. BUSINESS SURVIVAL.
To survive in a competitive environment is a major threat faced by Shifaa hospital.

6. WORKPLACE VIOLENCE.
Due to lack of understanding and prevalence of individual interest.

7. REIMBURSEMENTS ON TIME.
Repayment should be done within the specific time limit otherwise it adds to the
threats.

8. INDUSTRY AND PHYSICIAN COLLABORATION.

It is one among the threats faced by the hospital.

9. GOVERNMENT POLICIES
The continuous change in the political and economic conditions tends to have
an adverse effect on the working of the hospital. The government formulates
policies continuously which becomes really challenging for the hospital.

10. TECHNOLOGY

Lack of little machinery like MRI etc is not available

 4.1 Learning experience
The capacity to learn is a gift; the ability to learn is a skill; the willingness to
learn is a choice. Well the choice of learning from internship was a great
opportunity for me. Under service industry I choose for a healthcare unit among
other services, it was confusion first, to wh8ich hospital to opt for but then I got
an opportunity to work under Shifaa hospital. As a hospital it doesn’t only have
administration and health related departments and many more. It was quite hard
to gather information and learn new things from every department, by the end I
was a great choice.

I worked into various departments relating to administration fields like finance,

human resource, and public relation officer.

HUMAN RESOURCE DEPARTMENT

It is one of the vast fields under healthcare as well just like other corporate
companies etc. the human resource department was divided in to two major
parts that is HR manager and HR executive. Under HR manager the main skills
learnt by me is communication skills. This part of the department taught the
process of recruiting, selecting, training and development, and also how the
various needs of the employees is handled by an HR which in fact threw a light
on the responsibility of HR which is quite difficult to handle and also
sometimes it is straining and stressful. But with the right skill, knowledge and
experience the job can be excelled. Under HR manager I learnt various things
relating to recruitment like on what basis the applicants application is selected
and further after selection how it is processed into final decision that is
interview that is taken on what basis etc.

Under HR EXECUTIVE I learnt that most of the things are similar but the level
of management varies. The difference between both the managements is that
HR executive is placed at the top level whereas HR manager comes under the
executive department. The work done by hr manager is similar but the assigning
and delegation of work is the key factor that varies.

HR department helped me in building up various skills:

Communication skills, attitude, how to tackle things in a smart way, key point
was how to handle pressure under stressful condition etc were the factors which
helped me to build up my personality.

FINANCE DEPARTMENT
Well what matters under finance is quick calculation and observation. One of
the interesting departments to deal with. Under this department I learned that
finance is not just about money but lot more to go. Although the information
received by this department was prescribed and on to the point. Well I got very
less opportunity to learn under this department because most of the information
under this department was confidential. This department was also divided into
two parts finance department and accounting & audit department.

Under finance department there was a head of the finance department whereas
the account and audit department had accountant and head cashier for collecting
cash.

Under accounts department I learnt the procedure of collecting cash and the
software (DARIA software) required by the department to maintain various
balance sheet tallies etc. I learnt that most the time the cash was collected in the
form of liquid cash or through cheques and the e-pay system was lesser known.
The head cashier had to visit bank frequently to make payments or withdraw
cash which was leading to time consuming as well. I learnt that the records
maintained by them was in the form of hard copy and of soft copy most of the
times, well the learning from finance department was less compared to others.

PUBLIC RELATION DEPARTMENT

This department was more about public related aspects. Since there was absence
of proper marketing department, PRO was responsible for the activities that are
to be conducted by marketing department. Under this department I learnt the
skills to tackle and handle people that are general public relating to the concern
of the hospital like concession in the fees of the patients, since it is a charitable
trust the main motive of the hospital is to provide service.
Not only this, various health camps were conducted twice in a year to encourage
people and educate people about health importance especially backward class
people. The camps like eye camp, body check up camp for free cost was
conducted by the hospital. The main quality learnt under this department is
honesty, tackle situation in a best way, capacity to handle pressure.

Not only in the above mentioned departments I worked into but also various
other departments relating to science field as well. Therefore this was the
learning experience in the Shifaa healthcare hospital.

4.2 FINDINGS

SERVICE DEPARTMENT:
1. The hospital maintains a clean and hygienic environment.
2. The hospitals premises are designed keeping in mind the facilities and
operations.
3. The hospital also provides a 24/7 emergency facility services.
4. There are a variety of treatments provided at the hospital and at a very
reasonable price to the patients.
5. The hospital is equipped with well automated machineries for the various
procedures and treatments.

HUMAN RESOURCE DEPARTMENT:

1. All the employees, staff and the doctors in the hospital work as a team for
the upliftment of the organization.
2. The hospital maintains a healthy relationship with its patients as well as
with its visitors.
3. The interns are treated with respect and provided with the required
information without any hassle.
4. The administrative and medical staff is very professional.
FINANCE DEPARTMENT:
1. The books of accounts are maintained and updated regularly.
2. Tax assessment is regular.
3. The pharmacy provides discounts on purchase of medicines.
4. The hospital provides credit facility to the patients.

GENERAL FINDINGS:
1. The hospital does not have a marketing plan or a marketing department.
2. There is no proper parking facility outside the hospital.
3. Peaceful atmosphere.
4. Secularism is practiced in the hospital where people from all castes and
religions are considered equal.
5. The premises are covered with green plants and trees for fresh air.

4.3. RECOMMENDATIONS:

SERVICE DEPARTMENT
1. The infrastructure should be improved which will aid more customers.
2. Technology compared to other hospitals to be implemented like
machinery (MRI, ETC…).

HUMAN RESOURCE DEPARTMENT:

1. The hospital should maintain the loyalty of its staff by providing various
welfare schemes.
2. Training and development activities should be provided to the medical and
administrative staff of the hospital.
3. The staff should be made customer friendly.
FINANCE DEPARTMENT:
1. The hospital should bring in e-payment system.
2. Finance department should be expanded and should employ more employees.
3. The financial reports should adhere to the latest updates in their financial
sector of Indian regulations.

4.4. CONCLUSION
Shifaa Hospital Is A Recognized Name In Patient Care. It Was An
Educational And Pleasing Experience Out There For A Period Of 30 Days.
I Had An Opportunity To Meet Knowledgeable And Experience
Employees, Doctors And Even Surgeons Working Over There. Besides
Relationship with the Working Staff There.

I Broadened My Learning Skills As Well As Communication Skills. There

Is A Lot Of Change In My Attitude Towards Outside World. I Have
Gained A Lot Of Self-Confidence And Helped Me Understand The Co-
Ordination Among The Various Levels Of Organization And The
Functions Performed By Them On A Daily Basis.

This Was Complete Different Experience As I Had To See Patients With

Various Diseases Every Day And Their Grief Would Create A Very Strong
Impact In My Mind That We Need To Thank God For Blessing Us With
Good Health As Health Is Really The Biggest Wealth In The World.
 ACKNOWLEDGEMENT
Firstly I would like to thank god who guided me throughout my internship
journey. Successfully completion of any type of project requires help from no.of
persons. Now there is little effort to show my deep gratitude to those helpful
people. I would like to thank prof. BHAGYALAKSHMI MAAM, PROF.
RAJNI PILLAI MAAM, co-ordinator SRETHI MAAM and whole commerce
department. Lastly I would like to thank CEO M.ABDUL JABBAR kas who
gave me the opportunity to intern in their healthcare and all other staff
members.

Table of content
ACKNOWLEDGEMENT
1. INTRODUCTION TO SERVICE INDUSTRY
Meaning/Definition, Characteristics, Scope, Types/Forms,
Role Of Government In Indian Hospital, Recent Trends,
Impact Of GST, Effects Of GST

2. INTRODUCTION TO SHIFAA HOSPITAL

Profile, Vision, Mission, Rights, Functions, Core Values,
Price and Packages

3. STRUCTURE OF THE ORGANISATION

Service department, managerial department, overview of
departments, income tax deduction, swot analysis.

4. LEARNING EXPERIENCE

 Findings
 Recommendation
5. CONCLUIONS.
 REPORT ON THE INTERNSHIP AT
Shifaa hospital (queens road bangalore-560032)
Submitted in partial fulfillment of the
requirements of the BCOM honors degree course

2019-2020
Bangalore
By
NIDA KAUSER
REGISTER NO.: MC182625

DEPARTMENT OF COMMERCE
MOUNT CARMEL COLLEGE (AUTONOMOUS)
AFFILIATED TO BANGALORE UNIVERSITY
BANGALORE
CEO DEPARTMENT FINANCE DEPARTMENT

PRO DEPARTMENT HR DEPARTMENT

ACCOUNTS & AUDIT RECEPTIONIST

CONFERENCE ROOM
KI